Director of Aftermarket Solutions

JOB DESCRIPTION

Job Description: Handle global responsibility for all customer technical support related matters for the full FLIR industrial product portfolio. Will adjust and find new ways to drive customer satisfaction and response times in a positive direction. Provide tier support in addition to managing the team. Develop training and system procedures to meet future customer needs. Develop our support function to move from a cost-based structure into a profit-based structure. Provide readily accessible customer support to a wide range of Customers. Be a customer support ambassador throughout our Industrial segment. Coordinate best practices and share experiences cross-segments. Coordinate and be stakeholder for new processes and tools being developed by Corporate. Provide input and segment requirements. Communicate and coordinate new product releases from a support perspective and train others, setup up procedures and tools to be ready to meet our customers the first day after release. Lead a global team with members located in Americas, EMEA and APAC regions. Liaise with a broader team of in-direct reports that serve as support agents globally. Develop strategies on how to support our global customer base with regards to processes, tools, efficiency, market, customer needs and other areas which are impacting a friction less support process. Monitor and track KPI’s, initiate change to always drive result to the better – be changed focus. Provide KPI reporting - high level and detailed level. Identify customer detractors and actively work to turn them into promotors of the FLIR brand. Stay up to date on how competition and other business are developing with regards to customer support. Drive business and growth within the AMS vertical.

Titles and Number of Employees Supervised by PERM Position: 145 direct and in-directs reports in total.

Travel Requirements: Yes, 30% International Travel

Telecommuting: Telecommuting up to 2 days a week.

Foreign Language Requirement: None.

MINIMUM REQUIREMENTS

Education Requirement: This position requires a Bachelor’s degree, or foreign equivalent in Electrical Engineering, Electronics Engineering, or related degree.

Work Experience Requirement: 5 years of work experience in related customer support/service position.

Specific Skills Requirement: Additionally, the applicant must have professional experience with:
Managing global technical support and repair service operations with a presence in 10 or more countries and 3 or more continents.



Developing, implementing, and sustaining the global strategy for technical training programs directed to the technical support, field service, and product repair staff;



Consolidating and centralizing functions and operations, such as technical support, customer service, and repair centers.



Developing, implementing, and sustaining the global strategy for customer service level, including staffing levels, service contracts, price setting, new service product offers;



Driving revenue growth and optimizing operational costs of USD 20 million or more post-sales operations, including service and repairs, extended warranty, technical support agreements, and training and certification programs.



Defining parameters, designing data presentation, configuring database queries, and monitoring the progress of the organization’s Key Performance Indicators (KPI). KPI are related to customer training and certification, technical support, call center, and service and repair operations.



Managing, designing, implementing global multi-lingual and self-service support portal for customers.



Establishing greenfield repair center operations in countries where the company does not have a local presence.



Directly managing employees in North America, Latin America, Europe, Middle East, and Asia.